Complaints Specialist

📋 Description

• Own complaints from investigation to final response.
• Gather and review evidence from internal systems and history.
• Write clear, fair, high-quality complaint responses.
• Make balanced decisions considering customer, facts, and regulations.
• Ensure handling aligns with regulatory obligations and timeframes.
• Identify trends and turn insights into actions across teams.

🎯 Requirements

• Exceptional written communicator who explains complex issues clearly.
• Strong investigator who follows evidence and uncovers truths.
• Highly organized; manages multiple cases and deadlines.
• Data-driven; spots patterns and turns complaints into insight.
• Comfortable making difficult decisions and standing behind them.
• Gambling/fintech or other regulated industry experience desirable.

🎁 Benefits

• Gibraltar office with a strong local employee experience focus.
• Additional annual leave based on tenure (2 days after 3 yrs, 3 after 5).
• Quarterly team socials to connect and celebrate.
• Inclusive and supportive interview experience; adjustments available.
• Benefits package expanding as the company grows.